Who’s going to manage the AI agents on your service team? Forrester has the scenarios.
Forrester's 2026 report, "AI Agents Reshape The Customer Service Workforce In Dramatic Ways," models a customer service organization that gets smaller at the front line and deeper in specialist roles: subject experts, relationship managers, hybrid quality managers, AI agent builders, and heads of support insights.
The harder question is how you run it. A workforce made of people and AI agents still needs forecasting, coaching, quality, and clear ownership. See the two- and five-year scenarios.
What the new org looks like:
• Compare two- and five-year staffing scenarios
• See which roles shrink, specialize, and emerge
• Assign ownership for AI supervision and quality
• Build the skills path for your team
Design the model before the org changes.